Customer Service & Technical Support Representative (Tier 1)

About the role

We are looking for a Customer Service & Technical Support Representative (Tier 1) to join our team in San Pedro Sula. The role focuses on delivering high-quality assistance to customers via inbound and outbound phone calls, providing first-level troubleshooting and ensuring a professional experience.

Key responsibilities

• Answer inbound calls within the established two‑ring service level and make outbound calls as needed.
• Provide accurate first-level technical troubleshooting following company and client guidelines.
• Document all interactions, steps taken, and resolutions in the ticketing system.
• Assess issues, de‑escalate when possible, and forward unresolved cases to higher-tier support or third‑party vendors.
• Meet quality, productivity, and customer‑satisfaction targets.
• Maintain confidentiality and comply with company policies and client procedures.

Required profile

• High school diploma or equivalent; college coursework or associate degree preferred.
• Previous experience in a contact‑center, customer service, or technical support environment is a plus.
• Strong verbal and written communication skills in English.
• Ability to multitask in a fast‑paced environment with attention to detail.

Required skills

• Microsoft Office proficiency.
• Experience with ticketing systems.